Customer Experience & CRM Manager – Automotive

Saeed & Mohammed Al Naboodah Group; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Saeed & Mohammed Al Naboodah Group is seeking an experienced Customer Experience & CRM Manager to lead automotive customer engagement and CRM operations across multiple showrooms and aftersales touchpoints.

The role requires strong leadership, analytics, and deep knowledge of CRM within automotive dealership operations to drive customer satisfaction and loyalty.

Qualifications

• 7–10 years of experience in CRM, customer experience, customer engagement, or customer relationship management, preferably within the automotive industry.
• Proven experience managing CRM operations and customer-facing teams.
• Strong understanding of automotive dealership operations, customer journeys, and aftersales customer experience.
• Experience in lead management, customer retention, complaints management, and customer satisfaction improvement.
• Strong leadership, stakeholder management, and cross-functional coordination skills.
• Excellent analytical, reporting, and problem-solving abilities.
• Experience working with CRM platforms.
• Familiarity with customer satisfaction measurement systems, including CSI, SSI, and NPS.
• Excellent communication and interpersonal skills.
• Results-oriented with a strong focus on operational excellence and customer satisfaction.

Responsibilities

• Lead and manage Call Centre and Customer Experience teams to ensure efficient operations and consistent service standards.
• Develop and implement CRM and customer engagement strategies aligned with business objectives.
• Oversee enquiry management, lead qualification, appointment coordination, and customer follow-up processes.
• Monitor CRM performance, engagement, and conversion across touchpoints.
• Develop retention and re-engagement initiatives to strengthen customer relationships.
• Oversee feedback collection, complaints management, and escalation procedures.
• Monitor experience across showroom visits, vehicle deliveries, and aftersales services.
• Coordinate with Sales, Showroom Managers, and Aftersales teams to maintain service standards.
• Monitor CSI, SSI, and NPS and drive improvement initiatives.
• Establish and monitor team KPIs, customer experience standards, and QA procedures.
• Analyse CRM data and feedback to identify opportunities for improvement and present reports to senior management.

Job description

We are looking for an experienced and results-driven Customer Experience & CRM Manager to lead our automotive customer engagement and customer experience operations.

The successful candidate will be responsible for overseeing CRM operations, customer engagement, lead management, customer retention, complaints management, and overall customer experience across multiple automotive showrooms and aftersales touchpoints.

This role requires strong leadership, analytical capabilities, and a thorough understanding of automotive customer relationship management and dealership operations.

Key Responsibilities

• Lead and manage the Call Centre and Customer Experience teams, ensuring effective operations and consistent service standards.
• Develop and implement CRM and customer engagement strategies aligned with business objectives.
• Oversee customer enquiry management, lead qualification, appointment coordination, and customer follow-up processes.
• Monitor CRM performance, customer engagement, and conversion effectiveness across different customer touchpoints.
• Develop customer retention and re-engagement initiatives to strengthen customer relationships.
• Oversee customer feedback collection, complaints management, and escalation procedures.
• Monitor customer experience across showroom visits, vehicle deliveries, and aftersales services.
• Coordinate with Sales, Showroom Managers, and Aftersales teams to maintain customer service standards and address customer concerns.
• Monitor customer satisfaction indicators, including CSI, SSI, and NPS, and recommend improvement initiatives.
• Establish and monitor team KPIs, customer experience standards, and quality assurance procedures.
• Analyse CRM data, customer feedback, and operational performance to identify opportunities for improvement.
• Prepare and present regular CRM and customer experience performance reports to senior management.

Requirements

• 7–10 years of experience in CRM, customer experience, customer engagement, or customer relationship management, preferably within the automotive industry.
• Proven experience managing CRM operations and customer-facing teams.
• Strong understanding of automotive dealership operations, customer journeys, and aftersales customer experience.
• Experience in lead management, customer retention, complaints management, and customer satisfaction improvement.
• Strong leadership, stakeholder management, and cross-functional coordination skills.
• Excellent analytical, reporting, and problem-solving abilities.
• Experience working with CRM platforms.
• Familiarity with customer satisfaction measurement systems, including CSI, SSI, and NPS.
• Excellent communication and interpersonal skills.
• Results-oriented with a strong focus on operational excellence and customer satisfaction.